Senior Client Support Engineer

Key Responsibilities Managing and prioritizing all tickets logged into the queue Assist and mentor team members in Ensono’s structured approach to troubleshooting problems Act as a positive role model and mentor for fellow team members Assist the MMC Manager in managing and directing the day to day activities of the SD, L1, L2 support teams during assigned shift. On-the-job coaching of team members in their development Provide a lead role in staff development through training, performance appraisal feedback and team building Develop and maintain good communications within and across teams Act as escalation point for major incidents As part of team, standardize and improve working practices Ensure Tickets are being progressed in correct technical directions in timely manners Provide 2nd to 3rd level technical support and ensure that escalated calls and issues are responded to within defined service levels and call management guidelines Identify and provide technical training to Operations groups as needed. Knowledge Possess a strong understanding of OS and Network infrastructure architecture Good experience and hands-on troubleshooting of Enterprise infrastructure across Open Systems including Microsoft Windows Server and Linux and Middleware and Database management An understanding of Infrastructure technologies like Storage Area Networks and Networking. Additional preferred knowledge: VMware ESX, VSphere, Exchange, Cisco experience, ITIL, Scripting, Public Cloud . Knowledge of ITIL and its function within IT. Skills Strong problem solving and analytical skills with knowledge of problem analysis Able to communicate in groups with confidence and conviction Ability to multi-task and work well under pressure Exceptional customer service skills Engineering certification in Microsoft, Redhat, AWS or Azure ITIL certification desirable Ability to manage ticket volumes well Confidence in liaising with other personnel. Ability to multi-task and work well under pressure Good team working skills essential Experience 2-3 years of experience in a system engineer role (Unix/Windows/SQL/Network) Experience of working within a managed services environment is advantageous. Bachelor of Science/Computers/Engineering is preferred